AccountId: 011433970860
ContactId: 670c46e1-1ad9-49ea-bfe8-d8b4531fc2dd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 331660 ms
Total Talk Time (AGENT): 193199 ms
Total Talk Time (CUSTOMER): 64649 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/670c46e1-1ad9-49ea-bfe8-d8b4531fc2dd_20250501T16:35_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APO. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Oh yes, ma'am. I'm trying to figure out who is my, uh, basically my, my, who is my insurance through.
[AGENT][NEUTRAL] Uh, all right. I can assist you with that. And um do you um have a policy number already or no?
[CUSTOMER][NEGATIVE] Uh, I do not know. I know, uh, I'm paying for insurance, but I ain't, I ain't got no mail or anything.
[AGENT][NEUTRAL] All right, if we can, um, I can assist you with that and try to locate you, um, if you already have a policy with APL, um, I can use your Social Security if that works.
[CUSTOMER][NEUTRAL] Uh yes, ma'am.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, it's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Alright, and allow me just a second while the system tries to search it up.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] And may I have your name, please?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] All right, I was able to locate locate your policy and just to make sure I have um the information correct. Can you tell me your date of birth and address, please?
[CUSTOMER][NEUTRAL] Uh, my date of birth is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And my address is [PII].
[AGENT][POSITIVE] All right, thank you very much.
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] Uh, oh, I was about to ask you if you need the zip code.
[AGENT][NEUTRAL] Uh, I have verified, um, the other part. It will be all right.
[AGENT][NEUTRAL] OK, um, Mr. [PII], I do see here that um
[AGENT][NEUTRAL] We have your hospital, hospital indemnity policy.
[AGENT][NEUTRAL] And it was just processed. It was just processed last week. Um, so, let's see really quick.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] It was processed Monday, so the ID card should have been available um around the [PII] um and by the mail on the [PII]. So that policy ID card should be already on its way, um, but just in case, I will go ahead and um order a new one.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, Mr. [PII], and do you have any um question about benefits or anything else? Because this is the only policy that um is under us.
[CUSTOMER][NEUTRAL] Uh, if I was needing to talk to a therapist or a psychiatrist, would any of my plans cover that?
[AGENT][POSITIVE] Um, I would assume, I don't want to say anything wrong, that that will be under your major medical, um, policy. This will be, um, this is just pretty much like a complimentary one.
[CUSTOMER][NEUTRAL] Oh yes, ma'am. Uh, the name of it, is it A.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And that
[CUSTOMER][NEUTRAL] The ATO insurance.
[AGENT][NEUTRAL] Mhm. And yes, that will be a different provider. We won't um have any information related to that section, um.
[AGENT][NEUTRAL] But yes, APL wouldn't not have not um that information for it, that will be that carrier.
[CUSTOMER][NEUTRAL] OK, so basically I just have hospital and dental.
[AGENT][NEUTRAL] Mhm. Hospital indemnity.
[AGENT][NEUTRAL] Which um can cover, um, which can cover um hospital confinement, um, benefit for 30 days, intensive care, rehabilitation, um, for any accident, accident or sickness, surgery, um, testing, ambulance, um, and preventative elective surgery, different other, um, um, surgeries, which is for hospital indemnity.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That is what we have in our system. You can probably call um your um HR department or the major medical um for your other policy and they should have that information and say um if um therapy and all others are covered.
[CUSTOMER][POSITIVE] Yes, ma'am. Thank you.
[AGENT][NEUTRAL] Mhm. You're welcome. And I'll have that uh policy ID card um mailed back again to you just in case the first one didn't go out.
[CUSTOMER][POSITIVE] Alright thank you.
[AGENT][POSITIVE] You're welcome. You have a nice day.
[CUSTOMER][NEUTRAL] Yes ma'am, me too.
[AGENT][POSITIVE] Thank you.